Voucher Processing & Redemption Specialist

## Content Summary

### Voucher Processing & Redemption Specialist

**Key Responsibilities:**
- **Voucher Processing:** Thoroughly review voucher applications for eligibility, data accuracy, completeness, and compliance with program guidelines, policies, and procedures in a high-volume processing environment.
- **Data Entry and Management:** Accurately enter application data into the Voucher Processing systems (e.g., Salesforce), maintain up-to-date records, and perform daily charting (aka digital documentation).
- **Communication:** Provide clear and timely written communication with external stakeholders regarding the status of applications, missing or out of compliance documentation, and to outline next steps. Possess an intuitive understanding when to move beyond asynchronous communication (e.g., email) and exhibit a level of comfort speaking directly with stakeholders to troubleshoot and guide them along the application journey. Monitor and respond to program email inquiries.
- **Customer Service:** Professionally address inquiries from applicants, dealers, and other external stakeholders, provide pertinent information, both stated and unstated, and anticipating future needs.
- **Reporting:** Understand and interpret voucher dashboards and reports on application progress, voucher redemption rates, and program metrics.
- **Process Improvement:** Identify opportunities for process improvements and liaise with internal stakeholders to design, test, and implement changes that reduce errors and fix bottlenecks to improve overall program effectiveness.
- **Collaboration:** Work closely with the Voucher Processing team, CALSTART staff, and external partners to ensure program success.

### Qualifications:
- Bachelor’s degree in business administration, finance, accounting, environmental science, or a related field preferred.
- Minimum of 2 years of experience in administrative roles, data processing, data entry, or customer service.
- Experience in grant management or voucher processing programs is a plus.

### Skills:
- Strong attention to detail, time-management skills, and organizational skills.
- Proficiency in data entry and data analysis.
- Excellent written and verbal communication skills.
- Comfortable working independently with minimal oversight and troubleshooting with given resources.
- Developed interpersonal skills to maintain effective working relationships within multi-team environments.
- Proficiency in program management tools including Microsoft Office Suite (e.g., Excel, Word, Outlook, SharePoint).
- Familiarity with CRM software (e.g., Salesforce) and data management systems.
- Ability to prioritize and manage multiple tasks, program complexities, and deadlines effectively.
- Proactive mindset paired with strong problem-solving and critical thinking skills.
- High level of integrity and commitment to cross-collaboration engagement for shared wins.
- Desired, not required - Knowledge of incentive landscape and policies including CARB's portfolio of funding or other public agencies.